Aiza Ghari

Provided operational support across sales, technical, and delivery functions, and led process improvements that cut proposal turnaround from 2 days to 10 minutes. Automated lead intake for 200+ monthly leads using HubSpot workflows and tracked sales pipelines.

Owned schedule adherence as a core KPI, holding 98% against intraday forecast, and built Power BI dashboards using SQL to cut reporting turnaround by 20%. Reduced real-time escalations by 50% and led war room sessions.

Led a 30+ agent team in the absence of senior management, lifting productivity by 20%, and improved staffing efficiency by 25%. Held 95% schedule adherence in Salesforce and cut Average Handle Time by 15%.

Managed 50+ daily customer and partner calls and emails across Malaysia, Singapore, and the Philippines in Salesforce. Held 95% call quality and 98% compliance scores for six months and provided feedback that shaped compliance training updates.

Completed the Data Analytics Professional Certificate from Google.

Completed the Foundation Certificate in Data Analytics from TalentLabs.

Bachelor of Biomedical Science (Hons) from Universiti Kuala Lumpur, Institute of Medical Science Technology.

Diploma in Science from Universiti Teknologi MARA (UiTM).